An integrated rule-based and case-based reasoning system for customer service management

Author

An, Liping ; Yan, Jianyuan ; Tong, Lingyun

Author_Institution

Int. Bus. Sch., Nankai Univ., Tianjin

fYear

2005

fDate

12-18 Oct. 2005

Firstpage

266

Lastpage

273

Abstract

This paper presents a hybrid system that integrates case-based reasoning (CBR) and rule-based reasoning (RBR) supported by data warehouse for customer service management (CSM). Cases represented by XML are extracted into data warehouse after data cleaning, integration, selection, and transformation. By integrating OLAP with data mining based on rough set theory in multidimensional databases, online analytical mining in different granularity provides CBR with the flexibility to select the desired solutions for customers. Examples illustrate the effectiveness of the proposed system

Keywords

XML; case-based reasoning; customer services; data mining; data warehouses; distributed databases; knowledge based systems; rough set theory; OLAP; XML; case-based reasoning system; customer service management; data cleaning; data integration; data mining; data selection; data transformation; data warehouse; integrated CBR-RBR system; multidimensional databases; online analytical mining; rough set theory; rule-based reasoning system; Cleaning; Customer service; Data mining; Data warehouses; Educational institutions; Knowledge based systems; Multidimensional systems; Problem-solving; Set theory; XML;

fLanguage

English

Publisher

ieee

Conference_Titel

e-Business Engineering, 2005. ICEBE 2005. IEEE International Conference on

Conference_Location

Beijing

Print_ISBN

0-7695-2430-3

Type

conf

DOI

10.1109/ICEBE.2005.28

Filename

1552904